Anyone Else Having Problems with UK Festool Supplier N&B?

[Sean Sullivan]

Hello,
Long time member but do not shout to the world often.
I run nearly all Festool apart from bigger machines in my workshop.
Given the cost of Festool products I shop around for value and dealer reliability.
With reliability in mind, I have had to take issue with N&B (Nuts and Bolts in Weston-super-Mare) in the past but have put it aside.
However I now find they are not delivering my paid upfront "overnight order" or even bothering to answer any chasing emails.
I think we all recognise that stock and staff may be stretched right now, but even automated courtesy emails cost nothing and keeps customers happy.
Anyone else......?

 

[Roachmill]

The main problem I have with them is that you can't tell what they have in stock. With "things" in short supply this can result in longer lead times and they're not, at least recently, responsive to emails. I would point out the only time I've had the need to query an order status over several years was a month or two ago and the part arrived not long afterwards. Still, ignoring customer emails isn't a great idea as they'll think twice before ordering again.

 

[demographic]

Nothing recent but I've bought quite a bit off them over the years.
I've never had a problem with orders from them and they even put a vat reciept in the parcel (unlike FFX).

 

[simonh]

I've never had problems. E-mail usually answered within 24hours. But, I usually check the stock status with the online chat before I click submit order, especially given the current situation.

 

[AstroKeith]

I too have found their stock control and communications very poor.
I've ordered stuff on next day delivery they then had to back order and didnt tell me it would be 8 days.
emails can go unanswered.
I have a suspicion that they are giving preference to their Amazon outlet.

I've found Anglia Tool Centre and FFX to be good for Festool.

 

[Sean Sullivan]

What Happened In The End....

Well nothing actually [mad]. So I complained to Festool UK with the following email:

--------------------------------------------------------------------------------------
Date: Wednesday, 24 February 2021 at 11:23
To:
Subject: Complaint about your UK retailer N&B

Dear Festool UK,

Yet again I am experiencing issues with your UK retailer Nuts and Bolts Ltd.(One of previous issues email trail follows).
In view that this has happened before and no improvement can be seen, I have posted the issue on the Festool Owners Group website.
You can see that post here: https://www.festoolownersgroup.com/...-having-problems-with-uk-festool-supplier-nb/

Given that I presume that you consider yourselves a premier tool brand, you may wish to consider the vital relationship between end users and your retailers.
Market reputations take years to build, but can be effectively destroyed in very quick order.

Woodworking is my hobby and is also gainfully used to create and maintain office space for my main consultancy business.
The irony of which is that this involves professionally assisting distressed business organisations.
In a post Brexit world with costs that are unlikely to reduce, a piece of gentle advice might involve the words “goose and golden egg.”

Yours,

Sean Sullivan
https://www.linkedin.com/in/sean-sullivan-turnaround

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Despite sending this to a number of the Festool customer service email addresses I still got no response whatsoever, not even an automated holding reply.

With nothing forthcoming from N&B or Festool I asked PayPal to recover my money, somewhere over £200.
.....once PayPal where involved I received a full refund with a few short hours. Quite clear to me that when PayPal shout, Festool somehow manage to pay attention.
FOG members can draw their own conclusions about this poor state of affairs.

For me?...well this is a repeat of previous issues I have raised with Festool UK to no avail.
My faith in Festool has now shifted and perhaps Metabo or even blue Bosch need re-evaluating as time, technology and certainly customer service levels have all moved forward........

My apologies if this mini-saga repeats similar experiences on the FOG site.
Thanks for reading and I hope you are each well and safe....Sean Sullivan

 

[GarryMartin]

Hi [member=43504]Sean Sullivan[/member] - sorry to hear you're experiencing issues. I've had nothing but great service from Nuts & Bolts (PowertoolSupplies) in the past, but I've not used them for a while so can't help you with current expectations or experiences.

What did they say when you called? Or have you not been able to get through on the customer support telephone number either?

If you've only emailed, I'd suggest trying chat or phoning them rather than waiting for an extended period for a reply.

If you're looking for an alternative supplier, can I suggest Toolfest? Warren is a member here and I've always had exceptional service from them.

 

[Sean Sullivan]

Thanks GarryMartin,

In these circumstances I always stick to written correspondence as verbal conversations and promises are soon forgotten and left behind with no record. This is especially so when previous requests and complaints have fallen on "deaf" ears.
As it happens I went on to order with Anglia Tool Centre and the goods have already been delivered and are sitting in my workshop already.  Sean

 

[Paul_HKI]

With your professed expertise in business, it’s stunning to think you didn’t pick up the phone and speak with someone.  You behave in a way that shows this is a transaction, not something that constitutes a relationship of any meaning.  Business Communication 101: Speak to someone using readily available means when a system or process fails to deliver.  Don’t expect support ticket pipelines and automated workflows will meet your needs.  Pick up the phone. 

The inability to address your issue on the part of the reseller is at least partly your fault.  Common sense, practical experience and expertise in understanding how business may face real challenges from time to time are all this takes.  You might want to re-evaluate your own position on this.  It doesn’t reflect well on the retailer, manufacturer or customer in this instance, but you all failed to respond appropriately here.

 

[AlexThePalex]

What I don't understand is that businesses don't take email seriously.

It's the new thing, it is 2021 now. Text communication is just as relevant as verbal communication.

Especially when you have taken somebody's order. You darn well respond to their inquiries.

 

[bertv]

What Alex said +1

I noticed that a lot of shop sites (and Festools' too) offer a Live Chat option, often in the shape of pop up. The form suggests immediate interaction with a hopefully knowledgable employee (can’t be sure about that bc I have not tried this yet). This option could be an indicator for better support...

 

[Sean Sullivan]

Just to close this off now;

I never did get a response from Festool UK about my complaint in any way, shape or form.
I can only assume complaints they do not like are dealt with by simply going unanswered..........

I am sure FOG members will make up their own minds, but for me, my most recent tool orders have for the first time gone to Milwaukee.

I trust you are all well and safe...

SeanS